GDPR and shared email inboxes – who has access and why is it a problem?

Shared email inboxes, such as [email protected] or [email protected], are commonly used in organizations for customer service, recruitment, or handling service requests. While they facilitate teamwork and streamline communication, they can also pose significant risks to data protection. When and why can their use lead to GDPR violations?

Why is this important?

Improper management of shared email inboxes can result in personal data breaches. Here are some real-world risks associated with inadequate control over shared email accounts:

A former employee still has access to the inbox

An HR employee leaves the company, but their access to [email protected] is never revoked. Months later, out of curiosity, they log back in and download a list of job candidates, using the data at their new workplace. Lack of access control leads to a personal data breach and a potential mandatory report to the data protection authority.

Sensitive customer data is accidentally sent to the wrong recipient

Several employees use [email protected] to handle customer complaints. One of them mistakenly replies to an email, attaching an invoice containing another client’s personal details. Since multiple employees manage the inbox, it is difficult to determine who made the mistake. As a result, the company must report the incident to the GDPR authority.

Automatic email forwarding to private addresses

A service company automatically forwards emails from [email protected] to technicians’ private accounts so they can respond to customer requests more quickly. Over time, it turns out that a former employee is still receiving forwarded emails, even though they no longer work at the company. As a result, customer data is stored on personal devices outside the organization’s control, posing a significant GDPR risk.

What are the main risks?

Unauthorized access to personal data

If access to the shared inbox is not regularly reviewed, former employees or unauthorized individuals may still have access to confidential information.

Lack of accountability for data processing

When multiple employees use the same inbox, it is difficult to determine who is responsible for handling specific emails and potential data breaches.

Accidental data disclosure

Shared inboxes often store large amounts of sensitive customer, employee, or contractor information. Without clear rules on data processing, confidential details may be inadvertently shared with the wrong recipient.

No logging or monitoring of user activity

Many organizations do not track who logs into the shared inbox and what actions they perform. In case of a data breach, it becomes challenging to identify the source of the incident.

Excessive data retention

Shared inboxes are often treated as long-term storage for thousands of emails containing personal data. Without proper data retention policies, companies may store unnecessary information, increasing the risk of non-compliance with GDPR principles.

How to manage shared inboxes in compliance with GDPR

Restrict access to only necessary users

Grant access only to employees who truly need it and review permissions regularly to ensure compliance with business needs.

Monitor logins and user activity

Use systems that log who accesses the inbox and what actions they perform. In the event of an incident, this allows quick identification of the issue.

Disable automatic email forwarding

Avoid auto-forwarding messages to other addresses, especially personal ones. This helps maintain control over data and reduces the risk of GDPR violations. Instead, ensure that authorized employees access the inbox securely.

Segment access based on data type

If the inbox contains different types of data (e.g., HR documents and job applications), consider creating separate mailboxes for different teams.

Implement multi-factor authentication (MFA)

If supported by your system, enable MFA to add an extra layer of security when accessing the shared inbox.

Regularly delete unnecessary emails

Do not treat the shared inbox as a permanent archive. Delete outdated messages and unnecessary personal data in accordance with GDPR’s data minimization principle.

Conclusion

Shared email inboxes can be a convenient solution for organizations, but without proper safeguards, they can pose a significant data protection risk. Lack of access control, difficulties in assigning accountability, and the risk of accidental data disclosure can all lead to GDPR violations.

Does your company manage shared inboxes properly? If you are unsure, it is worth conducting an audit and implementing security measures to ensure compliance.

If you have any questions or need support on this issue, feel free to contact us – we will help you implement effective solutions.

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